At Roche, we named our HR Service Desk AskHR . AskHR is the first point of contact for all HR-related enquiries and services for all Roche people (employees, candidates, contingents, retirees, managers, HR colleagues, etc).
We are a team that works very closely together supporting one of the regions (Americas, APAC or EMEA). A high degree of flexibility and proactivity is expected.
AskHR is within the HR Support Solutions organization. HR Support Solutions turns decisions into action and provides employees, senior managers and other stakeholders (such as HR colleagues and authorities) with all required HR services on time and to the agreed standard of quality.
We also ensure good employee relations, anticipate our customers' future needs and proactively develop solutions.
As an AskHR Specialist, you are contributing to the continuous improvement of the HR Support Solutions delivery through analysis of their interactions and collaboration with other HR functions within and outside of HR Support Solutions.
You bring a broad understanding across global HR and Learning processes and tools, as well as local and global downstream impacts on payroll, time, benefits, finance, procurement, IT, etc.
This is coupled with strong customer focus, communication skills and solution orientation.
Deliver Service by use of all available channels (Chat, Ticketing System, Phone calls)Provide customer service on HR related activities, such as inquiry resolution, request management, and troubleshooting.
Supports Global HR Centers of Excellence with feedback of business usage of HR processes, pain points and knowledge gaps.
Participating in project activities as requiredDisplay high integrity on the job and comply with the Roche guidelines.Embed customer care principles into daily activitiesComply with data privacy rules and regulationsEnsure consistent and reliable service delivery for customers serviced.
Implement processes and initiatives to ensure continuous improvement as well as service enhancement.Align service delivery and quality with overarching objectives of the global HR Support Solutions organization.
Manage service quality expectations and address customer concernsEnsure end to end ownership of resolutionEnsure operations according to defined KPIs and SLAs.
Ensure regulatory compliance in line with the countries, customers, and regulations.Develop and manage key stakeholder relationships and communications to partner in a proactive and customer outcomes focused way.
Collaborate with peers within region and globally to ensure the HR Support Solutions network provides consistent and effective services to our customers.
Achieve our HR Support Solutions vision by driving global consistency through collaboration.
Who you are
In this role you will be working within a team of Specialists focusing on a customer group from one of the regions and across various functions and levels within the organization.
You bring the following skills and competencies :
Core capabilities include :
Our success is built on innovation, curiosity and diversity.
Roche is an equal opportunity employer.